#21 The Customer Experience Strategy from a Gartner Magic Quadrant Leader
Today, we’re sitting down with Donna Williams (VP of Customer Success) to review the proven customer experience strategy that Mendix uses. This strategy has helped them become the leader in Gartner’s 2017 Magic Quadrant for Enterprise High Productivity Application Platform as a Service. In today’s discussion we talk about: Why “Time to Value” is the […]
Using Big Data to Improve Customer Experience and Loyalty
As technologies have evolved, one of the most common expressions used today is “You can’t manage what you can’t measure.” While an increasing number of service companies are ditching their manual processes, pen and paper for connected and digital experiences, there are still quite a few who have not been able to accurately handle and […]
10 Ways the IoT Will Revolutionize the Field Service Industry
The Internet of Things (IoT) will create boundless opportunities for every aspect of life and business. In fact, Google Chairman Eric Schmidt believes that the Internet will disappear as all of our devices will soon be connected. Currently, analysts believe the IoT is in the same stage the Internet was in the 1990s. If that is indeed […]
Field Service and the Internet of Things (IoT)
If you still think the Internet of Things (IoT) is just another inflated buzzword thrown around in every Forbes and Wired article, think again. The term goes well beyond its futuristic face-value and is currently offering meaningful impacts and providing practical value to many consumers. The IoT is rapidly growing, in fact, Gartner, Inc. forecasts […]
#9: How Network Reps Can Find the Signals from the Noise
We have a special episode lined up for you. In fact, this is the first of its kind…a healthy roundtable discussion with Eli Rosen and Sam Crowell Richard. Today we’re discussing: Why network managers are so valuable. Why they’re bombarded with too much data. How they affect the customer experience. How they can filter through […]
Considering the Hybrid Workforce? Ask Yourself these 5 Questions First
There is no denying that the workforce is changing. Service companies are shifting from a primarily full-time dedicated staff to a company with third-party independent contractors. Having this flexible workforce (i.e. contractors) gives companies a better chance of growing and boosting profits larger than previously thought. However, while this shift in labor continues, a new […]
Modern Service Experience: The Path to Better Customer Loyalty
As you’re reading this article, please reach into your pocket and take out your phone. Think about what this amazing device can do for you. It can fetch a driver to your location in minutes, order tickets to tonight’s movie premiere, read what last night’s diners said about your favorite restaurant, and it can even have someone pick up, […]
Why Enterprises Need Omnichannel Customer Engagement
In the business world, there is always the newest trendy buzzword headlining every influential blog post – “synergy,” “guru,” “big data,” “viral,” “visionary,” “growth hack,” “innovation,” and a personal favorite, “disruption.” As technology advances, new words emerge giving new meaning to these innovative pathways. The one that has recently caught my attention is, “omnichannel.” Customer […]
5-Star Reviews: 9 Ways to Easily Collect More
Did you hear? 2017 is all about customer satisfaction. It’s time to fine-tune the process of making sure your customers are happy and content because there is no point in acquiring new customers if they’re not set up to have a cheerful experience. It’s no secret that customers place value on what other customers say about […]
The Importance of Google Reviews for Field Service Businesses
Ask yourself this, what is the first thing you do when you’re looking for new information? For example, you want to know what is the best Italian restaurant in the North end of Boston; Is Oak or Maple a stronger wood for building a table (yes I have asked this question); or how to tie […]
